The Card Services Specialist is responsible for the timely and accurate processing of card related merchant and fraud disputes. The Specialist will use excellent service skills when providing telephone support to our retail staff and members. Responsibilities includes performing routine quality control reviews as needed and posting debit and credit card activity to the general ledger.
Essential Functions & Responsibilities: | | E | 50% | Responsible for accurately and timely responding to tickets submitted via HelpIS ticketing System, regarding member requests, research and inquires. Accurately respond to emails sent to the Payment Systems delivery group. Is first line of contact to monitor ATMs and requests service calls. Works with the vendor to reach prompt resolution of terminal errors and pursue max uptime. |
| E | 25% | Logs into the Card Services phone queue to provide staff with information and direction regarding member requests. Logs in to Zoom to monitor inquiries from the staff via the chat channel. Supports the Call Center with tokenization requests for Digital Wallets. |
| E | 10% | Sets up all credit card balance transfers, auto payments, and performs credit card and debit card maintenance as requested. Executes debit and exception reports to ensure proper maintenance of the cards. Completes assigned daily reports and resolves issues as needed. Works in partnership with Credit Resolutions Department to monitor accounts with excessive returned payments and accounts over the limit to reduce and mitigate losses. |
| E | 5% | Reviews and audits credit card applications against the core processing, loan origination and credit card processing systems. Adds credit life disability products according to the member application selection. Conducts monthly credit card report audits. Sets up and assigns training courses for new employees. |
| E | 5% | Monitors assigned compromise reports. Such as, Debit Protect alerts, credit card compromise alerts. Sends members notifications, closes cards, and processes replacement cards. Reviews Credit Bureau Metric reports to correct Fatal Errors. |
| N | 5% | Performs all other duties as assigned. |
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| Performance Measurements: | | 1. | Maintains confidentiality in all situations. |
| 2. | Maintains a professional work environment and business appearance. |
| 3. | Works as a team member. |
| 4. | Insures the department meets all deadlines with minimal errors and no errors that result in financial loss to the credit union. |
| 5. | Demonstrates an understanding of, and follows the requirements of all regulation compliance, including but not limited to those of Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP) and Member Due Diligence (MDD) as it specifically relates to their job functions. Employee shall be trained annually in BSA/AML compliance. |
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| Knowledge and Skills: | | Experience | One year to three years of similar or related experience. |
| | Education | A high school education or GED. |
| | Interpersonal Skills | Work involves contact with persons beyond immediate associates regarding routine matters for the purpose of giving or obtaining information which may require some discussion. Outside contacts take the form of service to the public (members or vendors), requiring ordinary courtesy in providing assistance and information. |
| | Other Skills | Proficient in Microsoft Word and Excel, Outlook, 10 key calculator, type 45 WPM, strong communication skills, verbal and writing. |
| | Physical Requirements | While performing the duties of this job, the employee is regularly required to use hands or fingers, handle or feel; reach with hands and arms; talk and hear. The employee frequently is required to stand, walk and sit. Specific vision abilities required to this job include close vision and ability to adjust focus. |
| | Work Environment | Work is performed indoors with some potential for exposure to safety and health hazards related to electronics work. May require periodic travel. There is exposure to potential hazardous conditions such as robbery. Employees are to receive detailed instructions and procedures to follow in order to minimize risk.
In accordance with the American with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.
Job descriptions are not intended and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law. |
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